Products & Services Manager (Senior or Lead) - Residential DSM Programs

Duke Energy•St. Petersburg, FL

13d•Hybrid

About The Position

The Products & Services Manager oversees the profit and loss (P&L), management, and operation of specific products, programs, and services. The role supports development of a portfolio of programs intended to improve customer satisfaction and profitability while minimizing costs. The position owns the day-to-day and long-term management of EnergyWise Home, Duke Energy Florida’s residential demand response program, and its multi-year switch modernization effort. EnergyWise Home allows Duke Energy to briefly cycle selected customer equipment, such as central air conditioning, electric heating, water heaters, and pool pumps, using a home load-control switch in exchange for monthly bill credits. Modernization replaces legacy one-way switches with two-way cellular technology to improve reliability and load reduction during peak-demand and emergency conditions. The manager develops and manages integrated program plans covering financial planning, annual replacement scope, schedules, milestones, and resource needs. The role coordinates contractors, technology vendors, internal operations, IT, finance, and regulatory partners so that customer outreach, scheduling, field installation, and enrollment work together. It also manages program dependencies, risks, and critical-path activities to keep delivery on schedule, within budget, and compliant. This is one open position, with Senior or Lead level determined by the candidate’s relative experience. The role is primarily office-based in St. Petersburg, Florida, with periodic travel across the Duke Energy Florida service territory. After onboarding, work is hybrid, with an average of three full workdays per regular workweek at the assigned facility; employees must live within a reasonable commute of no more than 50 miles one way. Support during demand-response events or emergencies may be needed outside normal business hours. Travel is 5–15%. Relocation assistance may be provided, as applicable. The position has no direct reports.

Requirements

Senior level: Bachelor’s degree in Business, Finance, Engineering, or a related field and at least 3 years of related work experience; or an Associate’s degree and at least 5 years of related work experience; or a high school diploma/GED and at least 7 years of related work experience.
Lead level: Bachelor’s degree in Business, Finance, Engineering, or a related field and at least 5 years of related work experience; or an Associate’s degree and at least 7 years of related work experience; or a high school diploma/GED and at least 9 years of related work experience.
Must possess all basic/required qualifications to be considered.
Must be able to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Hybrid employees must live within a reasonable commute of their designated Duke Energy facility, no greater than 50 miles one way, and report to the facility as required, averaging three full workdays per regular workweek.
May need to support demand-response events or emergency conditions outside normal business hours.
Periodic travel to customer premises, warehouse facilities, and contractor sites across the Duke Energy Florida service territory.

Nice To Haves

Master’s degree in Business, Finance, Engineering, or equivalent.
Proven financial and business acumen, including capital project planning, forecasting, and budget management.
Experience with demand response, load management, or utility customer programs.
Familiarity with customer, billing, and work-management systems, system integrations, and vendor-hosted platforms.
Ability to analyze operational and market data, such as with Excel, Power BI, or SQL, to develop customer and product strategies and plans.
Demonstrated experience in change management, process integration, and implementation.
Excellent interpersonal, communication, presentation, conflict-resolution, management, leadership, and facilitation skills at all levels.

Responsibilities

Define program scope, goals, and deliverables for EnergyWise Home and the switch modernization program with management and stakeholders.
Develop and maintain the multi-year replacement plan and five-year business plans, including annual scope, capital and O&M forecasts, and monthly actual-versus-forecast reviews aligned with portfolio objectives and organizational strategy.
Manage installation contractors and technology vendors, including statements of work, pricing, technician staffing ramp-up, performance metrics, and invoice review.
Oversee the end-to-end customer replacement process, including outreach campaigns, the customer-facing scheduling tool, field service requests, and enrollment and unenrollment processing.
Monitor program progress, device performance, and installation results; identify and resolve issues or roadblocks.
Promote continuous improvement, automation, and data-driven decision-making across program operations.
Facilitate stakeholder meetings and leadership updates, and prepare governance and estimate materials to maintain alignment and address concerns.
Coordinate with IT, Finance, Customer Operations, Marketing, Legal, and Regulatory teams on system changes, cost recovery, and regulatory reporting.
Conduct peer review of program data and results for regulatory filings, audits, and jurisdictional presentations.
Ensure customer communications and outreach channels comply with applicable regulations and company policy.
Identify risks and implement strategies to mitigate impacts on program delivery, customer experience, and demand-response availability.
Provide guidance and direction to cross-functional team members, field advisors, and contractors supporting the program; the role has no direct reports.
Analyze operational data, including device testing results, installation metrics, and scheduling performance, to prioritize replacement scope and improve outcomes.
Keep program documentation, procedures, and operating manuals current, organized, and accessible.
Conduct post-program and annual reviews, capture lessons learned, and apply them to future replacement years.